Customer Service Representative

About the Role

Join SkillOnNet's growing iGaming team as a Customer Support Representative and become a key part of the player experience. Support customers across webchat, email, and phone, resolving issues efficiently and ensuring every interaction is professional, helpful, and compliant. Comprehensive training and onboarding are provided.

Key Responsibilities

• Provide friendly, professional, and timely support to players via Webchat, Email, and Phone.
• Respond to customer questions clearly and accurately while delivering an exceptional player experience.
• Investigate and resolve account, product, payment, and service-related concerns, aiming for first-contact resolution.
• Listen carefully to player concerns, identify the root cause, explain available solutions, and follow up when necessary.
• Escalate complex or sensitive matters to the appropriate internal teams.
• Thoroughly investigate player issues while following established procedures and regulatory requirements.
• Promote a Safer Gaming approach and provide appropriate support for responsible gaming concerns.
• Maintain a strong understanding of company policies, products, processes, and applicable New Jersey iGaming regulations and licensing requirements.
• Handle sensitive customer, personal, and financial information with the highest level of confidentiality and care.
• Consistently meet quality, productivity, and customer service standards.
• Contribute to a positive team environment and support shared business goals.
• Participate in onboarding, training, coaching, and ongoing professional development.
• Go the extra mile to create a positive and memorable experience for every player.

Requirements & Tech Stack

• Fluent English, both written and spoken.
• Spanish language skills are considered an advantage.
• Previous customer service experience is an advantage, but not required.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving abilities.
• A genuine customer-first approach and the ability to communicate effectively with a diverse range of people.
• Comfortable working with computers and multiple systems; strong typing skills are required.
• Ability to remain calm, professional, and solution-focused in a fast-paced environment.
• Strong attention to detail and accuracy.
• A high level of accountability, reliability, and professionalism.
• Demonstrated trustworthiness when handling sensitive personal and financial information.
• Willingness to work shifts, including evenings, weekends, and holidays, as required by a 24/7 iGaming operation.
• A willingness to learn and stay current with company procedures, safer gaming practices, and applicable regulatory requirements.

Qualifications

• No specific qualifications beyond the requirements listed above were provided.